Purpose: To improve customer service in health care. Objectives: 1. Define customer service; 2. Identify the customer; 3. Differentiate between customer service and customer-driven service; 4. Discuss components of and strategies for delivering exceptional customer service and how it relates to quality care; 5. Develop actions to improve and enhance listening skills to improve customer service; 6. Explore ways to value the employee(s) who exhibit(s) exceptional customer service commitment; 7. Recognize the impact of exceptional customer service on market share/customer retention in the competitive business environment; 8. Define the relationship between the customer (patient) and the role of the nurse or other health care provider in customer service. Continuing Education Credit: 1.8 contact hours Iowa BON #335; 1.5 contact hours CA Board of Nursing CEP 14033; 1.5 contact hours CE Broker # 50-4572 Florida and District of Columbia; 1.5 contact hours for Social Work State of Illinois Department of Financial and Professional Regulation. License No. 159.001315; 1.5 contact hours for Physical Therapy State of Illinois Department of Financial and Professional Regulation. License No. 216.000284; 1.5 contact hours for Occupational Therapy State of Illinois Department of Financial and Professional Regulation. License No. 224.000164; 1.5 CE hours for certified nursing assistants; long term care department heads; and other health care disciplines.
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